Service Charter – Service Standards
OUR SERVICE STANDARDS:
We promise to maintain the standards in the table below:
|Correspondence & Reports
|Phone calls to the FC reception
|The pick time for calls at the switchboard will be 30 seconds but in any case not exceeding three (3) rings.
|Customers at the FC reception
|Customers will be served speedily and handled with respect
|All mailed or faxed correspondence requiring a response.
|Acknowledged within seven (7) working days of receipt.
|Acknowledge within (5) working days and address within fourteen (14) days of the date of receipt.In cases when officer is not in office, E-mails shall be auto-replied indicating when officer returns to office.
|Technical and complex enquiries
|Acknowledge receiptwithin two working days and responding within seven (14) working days.
|Customers will be served excellently and told the expected waiting time.
|Customers on appointment
|To be attended to speedily and promptly
|Forest and Wildlife Policy, regulatory, management, operational andÂ advisory information
|Information to be provided in periodic reports to the Ministry of Lands, Forestry and Mines and other stakeholders on request and also as and when needed.
|Information on Forest and Wildlife developmentÂ statistics
|Annual reports containing all vital statistics prepared and circulated within 6 months of yearâ€™s end
Permits & Licenses
|Permit for harvesting of non timber forest product
|Permit issued within seven (7) working days of receipt of application
|Permit for exporting timber and wood product
|Registration, vetting and approval completed within one (1) working day of receipt of all relevant documents.
|Contracts to market timber and other forest and wildlife products
|Vetting and registration completed within 1 working day of receipt of all required information
|Certificate issued within 1 working dayÂ of notification
|Permits for salvaging trees and abandoned timber and wood products
|Permit issued within 2 months of receipt of application
|Permit for exporting live animals and wildlife products
|Permit issued within 48 hours of receipt of application
|Hunting license issued within 48 hours of receipt of application
|Timber Utilization Permits for community projects
|Permits issued to bona fide community projects within two (2) months of receipt of application
Â Management & Operational Services
|Communicate outcome to all tender applicants within 21 days from the date of closing the tender.
|All payments will be made in accordance with the terms of the contract.
|Development and implementation ofÂ integrated forest and wildlife management plans
|Management plans shall be prepared for all forest and wildlife reserves in consultations with land owners as well as forest reserve and protected area fringe communities.
|Provision of forest and wildlife expert and technical advice to stakeholders
|Expert and technical advice shall be provided for a fee
|Development and implementation of Timber Utilization Contract and associated Social Responsibility Agreements(SRA)
|Timber Utilization Contracts prepared in consultation with land owners and communities and assisted in negotiating and enforcement of the SRA.
|Claim for compensation for crop damage by timber contractors
|A written response to all claims within 30 working days of receipt of application
|Renewal of property mark
|All bona fide property marks renewed within 5 working days of receipt of application
|Stock survey and yield allocation of productive compartments
|All office and field work completed within 30 working days.
|Registration of timber exportersRegistration of timber millersRegistration of timber buyers
|Registration completed within 3 working daysRegistration completed within fourteen (14) working days.Registration completed within twenty eight (28) working days.
|Â Timber Utilization Contract Administration
|Provide information on TUC areas available for bidding
|Advertise available TUC areasÂ one month before prequalification
|Provide Information on all TUC pre-qualified applicants and lots.
|Make two (2) publications each in the Daily Graphic and Ghanaian Times within 7 working days. This will be done two weeks after receipt of prequalification forms from applicants.
|Inform and educate prospective bidders on TUC allocation process
|Conduct briefing session for prospective bidders at most one month before the bidding day.
|Conduct transparent TUC bidding process
|All relevant stakeholder groups are present on the bidding day and place.
|Notice of grant of TUC
|Letters notifying winners of the bids will be issued within 7 working days after bidding
|Preparation of TUC contract document
|Contract document will be prepared within 7 working days after bid winners have duly fulfilled all requirements.
|Collection and Disbursement of Forest and Wildlife Revenue
|Collection of fees and charges for timber and other forest product harvesting
|All revenue on fees and charges are collected within 30 days of billing date
|Disbursement of forest revenue on reserve areas to district assemblies, traditional authorities and stool land owners
|All revenue disbursed before end of the following quarter